Hi, I’m
Lia Mebane
Simpsonville
Summary
Results-driven Customer Success Manager with a proven track record in creating high performance teams, with a focus on customer retention, process improvement and a fierce commitment to driving results through data analysis and collaborative leadership.
Overview
10
years of professional experience
Work History
Novo
Customer Success Manager
03.2021 - 09.2025
Job overview
- Led a tier 2 customer support team and developed a T.I.A.F.F model for process improvement of customer support experience
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Developed and executed targeted customer success plans for high-value clients, securing renewals and preventing attrition.
- Monitored key performance indicators to assess success of initiatives and drive continuous improvement.
- Collaborated with cross-functional teams to resolve complex customer issues efficiently.
- Implemented strategies that improved customer retention and Trained new team members on best practices for customer engagement and support tools.
- Created a working knowledge base for internal support department
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
ACTIVE Network
Customer Experience Team Lead
10.2015 - 07.2020
Job overview
- Managed a team of 27 remote customer success agents
- Developed training programs for team members to improve service delivery and efficiency.
- Analyzed customer feedback to identify trends and drive actionable improvements in services.
- Collaborated with cross-functional teams to streamline processes and enhance operational efficiency.
- Weekly 1v1 with team to drive improvement and reach goals
- Utilized CRM systems to track interactions, manage workflows, and optimize customer journey mapping.
- Quality assurance via phone monitoring
Education
Berkeley CollegeNew York (City), NY
Bachelor of Science from Criminal Justice
Skills
- Customer retention
- Account management
- Strategic planning
- Training and mentoring
- B2B relationship building and development
- Report analysis
- Team building
- Customer onboarding
- Customer relationship management
- Negotiation and conflict resolution
- Process improvement
Timeline
Customer Success Manager
Novo
03.2021 - 09.2025
Customer Experience Team Lead
ACTIVE Network
10.2015 - 07.2020
Berkeley College
Bachelor of Science from Criminal Justice